Trainer (m,w,d) Call Center English (Trainer/in, Supervisor/in - Callcenter)

DUTIES AND RESPONSIBILITIES:

- Regularly work with large groups of trainees, presenting information clearly, checking for understanding, and incorporating feedback where possible.
- Collaborate with client training departments to ensure smooth transitions during new ‘go lives’ and help integrate client business processes.
- Work with various stakeholders across the company to ensure a seamless and consistent onboarding experience for new team members during recruitment, training, and basecamp phases.
- Design and maintain training materials, such as handouts, manuals, exercises, assessments, and exams.
- Prepare learning environments, set up IT and phone equipment, arrange seating, share documents, and publish schedules.
- Deliver and facilitate training programs, demonstrating excellent written and verbal communication skills.
- Collaborate with team managers, POCs, agents, and other stakeholders to identify training and performance requirements.
- Assess the effectiveness of training programs and learning outcomes, ensuring continuous improvement.
- Continuously evaluate agent call and case handling to maintain high standards of quality and customer service.
- Maintain records of learner development and resource allocation to ensure proper tracking and documentation.

REQUIREMENTS:

- Native/ fluent in English (C1), both verbal and written.
- Exceptional verbal and written communication skills, with the ability to deliver clear and effective training programs.
- Excellent listening skills and empathy for the needs of agents, management, and clients.
- Ability to work flexibly with both groups and individuals, tailoring communication and training styles to different learner types.
- Skilled in balancing the needs of new hires and tenured team members, keeping them engaged and motivated throughout the training process.
- Ability to address participant concerns and direct them to appropriate departments when needed.
- Strong focus on achieving set goals and targets, demonstrating drive for results.
- Ability to build and maintain collaborative relationships with internal and external stakeholders.
- Comfortable with setting up and using IT and phone equipment for training purposes.

OFFER:

- Opportunity to collaborate with top brands in the market
- Attractive remuneration package
- Private medical healthcare
- Corporate social responsibility events throughout the year
- Ongoing professional development opportunities
- Relocation support if necessary
- Dedicated and motivated team

Our team is currently seeking reinforcement as a

Trainer/Learning Services Analyst (m/f/d), FT

Position summary

The Trainer (m/f/d) is responsible for designing and delivering engaging training sessions to equip our team members with essential skills, knowledge, and tools to excel in their roles. Through interactive workshops, onboarding programs, and ongoing development initiatives, the Trainer plays a vital role in fostering a high-performance culture and ensuring operational consistency. This role involves close collaboration with various departments in order to tailor training programs to meet organizational and client requirements.

Your benefits:

- Career Growth in a Thriving Global Company: Develop your career within a rapidly growing, international company that offers ample opportunities for advancement.
- Modern Workspace in the Heart of Essen: Enjoy a contemporary office in the center of Leipzig equipped with all you need for a productive day.
- Dynamic, Multicultural Team: Join a collaborative and diverse team with open communication and a supportive structure.
- Employee Referral Program: Earn rewards through our employee referral program by recommending top talents.
- Positive Global Work Environment: Be part of an international company that values inclusion, diversity, and a positive workplace culture.
- Challenging and Engaging Role: Engage in a variety of responsibilities, contributing to impactful projects and the company’s quality objectives.
- Workplace Perks: Enjoy office benefits like regular fruit deliveries, ergonomic workstations, and a welcoming atmosphere.

Your tasks:

- Training Delivery: Conduct effective training sessions on product knowledge, customer service, and company processes for new hires and existing employees.
- Curriculum Development: Design and update training materials and programs to align with organizational needs and industry standards.
- Skill Assessment: Evaluate trainees’ performance, provide feedback, and track progress to ensure skill acquisition and adherence to company standards.
- Continuous Improvement: Collaborate with management to assess training effectiveness and make improvements based on feedback and evolving needs.
- Documentation and Reporting: Maintain detailed records of training sessions and participant progress, producing regular reports for management.
- Coaching and Support: Offer ongoing coaching to team members, addressing individual development needs and supporting their growth.
- Engagement and Motivation: Create an interactive and motivating training environment that encourages active participation and knowledge retention.
- Quality Assurance: Ensure that training content meets compliance standards and organizational quality guidelines.

Your profile:

- Experience: At least 2 years of experience in a training or coaching role, preferably within a customer service or call center environment.
- Instructional Skills: Strong presentation and facilitation skills with a talent for engaging audiences and simplifying complex information.
- Communication: Fluent in English (minimum C1 level), with excellent verbal and written communication skills.
- Adaptability: Ability to tailor training methods to different learning styles and adapt quickly to changes in content or format.
- Organizational Skills: Highly organized with a focus on detail, ensuring training sessions and materials are consistently well-prepared.
- Technical Proficiency: Proficient in Google Suite (Slides, Sheets) and MS Office (Word, PowerPoint); familiarity with e-learning platforms is an advantage.
- Problem-Solving Skills: Capable of assessing training needs and providing innovative solutions to meet organizational goals.

Join our team and apply now!

Our recruiting team will gladly answer all your questions. We have digitized our recruiting process and are now offering virtual job interviews to all applicants. Only shortlisted candidates will be contacted.